Chapter 3 - Service Strategy Flashcards
Purposes in the Service Strategy stage
To run the strategy processes
To define what the strategy is
To define the services and their customers
To define how value is created and delivered
To define the capability required to deliver the strategy
To identify opportunities to provide services
How are services categorized?
Core Services: this deliver the basic outcomes required by one or more customers. (For example a spreadsheet in office automation)
Enabling Services: necessary for the core services to be delivered.( for example downloading and updating software supporting office automation)
Enhancing Services: supplements to core services to make them more attractive to customers. ( example a service that enables the data in spreadsheets to be uploaded and reformatted into a relational database)
Value Creation
The creation of maximum value within the resource available comes from a perfect balance between utility and warranty.
Utility
Can be viewed as the functionality of a service- the promise of all the good things the service is designed to provide. Being fit for purpose, enabling a particular job either to be done better or even to be done at all
Warranty
Mix of availability, capacity, continuity, and security. Being fit for use.
Resources in Service Strategy
Financial capital: money.
Infrastructure: hardware, buildings, server rooms, etc. ”You go out and buy it”
Applications: external sources for ex microsoft office
Information: seek out the info that is relevant from the mass of data that surrounds you
People: “pair of hands”
Capabilities in service strategy
Management: fusion of other capabilities
Organization: you have to find out for yourself what kind of organization best suits you
Processes: design your processes first and then find your tool for it.
Knowledge: info that u have analyzed and processed to fit your needs.
People: trained, experienced, and motivated people.
